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The Loyalty Line

The HSM Group is proud to announce that the Phoenix Chapter of the International Association of Business Communicators has recognized The Loyalty Line newsletter with the Merit Copper Quill Award. The Copper Quill Awards recognize excellence in communication and marketing.

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• Improving Retention Begins With Research
  
  
• Training Drives Employee, Customer Satisfaction
  
  
• Improve Service Delivery with Touch-Point Management
  
  
• National Consumer Loyalty Study Yields New Insights
  
  
• Retention Solutions Help Target and Measure Efforts
  Two health plans pilot a formal, organization-wide, member retention plan, an integrated research plan, and an ongoing disenrollment tracking system.
  
  
• Privacy Regulations Impact Loyalty Strategies
  Action steps to protect health plan member privacy and increase trust.
  
  
• Building Relationships the 21st Century Way
  Strategies for building positive online relationships with health plan customers.
  
  
• Helping Physicians Retain Their Patients

• Management Metrics for Net Membership Growth

• Medicare Uncertainties Intensify Need for Strong Relationships

• The Wisdom of Complaints: Service Recovery Begins With Customer

• The Call That Does It All

• Bayer Program Helps to Shape Retention Strategies

• Measure for Measure: Harvard Pilgrim's Research Drives Planning, Service Improvements

• Manage Customer Life Cycle to Retain, Grow Members

• Playing for Keeps: Pharmacy Impacts Retention

• Using the Internet to Enhance Member Loyalty

• For Vytra Healthcare, Small Business is Good Business

• Intergroup's Tom Lescault Talks About Senior Strategies

• Personal Advisors Take Care of Senior Members

• Service Quality Expert Leonard Berry: Member Loyalty Starts With Service Leadership

• Harvard Pilgrim's Retention Strategy: To Save Members, Start With Employers

• Estimating the Costs of Member Disenrollment

• Building Personal Relationships Engenders Loyalty

   

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